Customer Service

Customer Service Executive – Enquiries & Appointment Booking

NextMed Clinic Group

Role purpose

Respond to prospective patients, understand their concerns and guide them towards booking a doctor’s consultation. Provide a warm, professional experience from the first enquiry through to their clinic visit.

Key responsibilities

• Respond promptly to enquiries through WhatsApp, social media, telephone and other assigned channels.
• Understand the patient’s concerns, preferred branch and appointment availability.
• Explain clinic services, consultation fees and current promotions using approved information.
• Encourage suitable patients to book a doctor’s consultation through helpful, personalised conversations.
• Handle common questions and booking objections professionally.
• Follow up with patients who have enquired but have not booked.
• Schedule appointments accurately and coordinate with the relevant branch.
• Send appointment confirmations, location details and reminders.
• Follow up on cancellations and missed appointments to arrange another suitable date.
• Record each enquiry’s source, concern, branch, follow-up status and booking outcome in the CRM or tracking system.
• Hand over relevant information to the clinic team before the patient’s visit.
• Escalate clinical questions, complaints and urgent concerns to the appropriate doctor or supervisor.
• Protect patient information and maintain accurate communication records.

Requirements

• Good communication and customer service skills.
• Confident communicating through WhatsApp and telephone calls.
• Able to guide conversations towards appointment booking without pressuring patients.
• Organised, proactive and consistent with follow-ups.
• Comfortable using booking systems, spreadsheets and CRM software.
• Proficiency in English and Bahasa Malaysia; Mandarin is an advantage.
• Experience in customer service, telesales, appointment setting, beauty or healthcare is preferred.

Pay: RM2,000.00 - RM3,500.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person